eCommerce Customer Support Manager manages a team of service representatives that respond to customer inquiries via live chat. Ensures that service standards are established and attained. Being a eCommerce Customer Support Manager responds to and resolves escalated issues. Monitors and analyzes service activity data and utilizes findings to develop training and service improvement resources. Additionally, eCommerce Customer Support Manager coaches team members on best practices for responding to inquiries. Reports customer feedback, trends, and issues to stakeholders and collaborates to recommend solutions or suggest changes to website, products, or services. Typically requires a bachelor's degree. Typically reports to a head of a unit/department. The eCommerce Customer Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a eCommerce Customer Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
NFI is seeking a Customer Success Manager to oversee an account management team for a new and exciting strategic initiative providing eCommerce fulfillment services to the mid-market.
The position manages merchant service coordinators who are responsible for interaction with merchants on a day-to-day basis regarding operations performance, service, and continuous improvement projects. Works with cross-functional team to engage in high priority merchant opportunities that drive the business to the next level in achieving agreed upon profitability, service, and merchant satisfaction. This position reports to the Senior Director, eCommerce.
Shift Available
Essential Duties & Responsibilities:
Requirements:
Preferred
Other
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